Service Industries: “No Escape from Reality” + Entitled Customers
By: Patrick Maguire
Book Chapter: Confronting without Confrontation
It’s no fun being the Fun Police. I’ve been a member of the brigade often. And no matter how hard you try, it’s rare to confront a group of “fun” people who completely “get it” when you ask them to consider the circumstances, their volume and actions, and everyone else around them. When you add alcohol to the mix, it often doesn’t end well.
Open letter to an OBNOXIOUS Self Entitled Customer: ( I have always come from the school of “The customer is always right” and many of you who know me and have been customers of KC’s for many many years know I will bend over backwards for my customers.) That being said, there are times I need to say what needs to be said. Which is what follows [after Joyce's 'review'].
Joyce — 1 star • KC’s Ribs Shack WAS one of our favorite places to eat HOWEVER we just left there very unhappy. We had a party of twenty for a birthday party. We were all seated in the bar. We were having fun singing along with the radio when the OWNER came over to the table and very RUDELY told us to keep quiet others were trying to eat. Now mind you there were about 10 others in the bar and they were all laughing and having fun with us including the bartender and wait staff. When we confronted owner about him being rude he said he didn’t care! Let it be know We will NEVER EAT THERE AGAIN!!! We had a 500 dollar bill they have now lost our business! And I now will never recommend this place to anyone!!! I will never go again!!! #KCRIBSHACK #THEYSUCK #ownersanASSHOLE #boycott
Dear Joyce, I sincerely apologize that you mistakenly thought my restaurant was a karaoke bar.
We are a family restaurant not a bar. I realize you felt as though everybody in the entire restaurant was rejoicing in the painful rendition of Bohemian Rhapsody you and your self entitled friends were performing, yet that was not the case.
Although sometimes it is tough to walk the line between being the fun police and allowing our customers to enjoy themselves to their fullest. We have to draw the line when it becomes a nuisance to other customers in the restaurant at the time. Two tables asked to be moved to other areas of the restaurant even after your group was asked to stop singing. You probably missed out on that because it is clearly all about you. I’m glad you and your inconsiderate friends have vowed to “Never Eat There Again” and to #Boycott KC’s Rib Shack. Go ahead and continue your social media crusade on Yelp and facebook. I think you may have forgot Tripadviser as well. Thanks again for your feedback. We will let you know if we decide to become a karaoke bar in the future. #IMKC #IMTHEASSHOLE #ISUCK #DONTNEEDINCONCIDERATECUSTOMERS
“Easy Come, Easy Go” -Freddy Mercury (Bohemian Rhapsody)